[MA] Technical Service & Support Manager
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Summary
The Technical Service & Support Manager is responsible for leading Bosch Japans Technical Hotline and Technical Training teams within the Mobility Aftermarket division for Japan and Korea Market.
This role requires operational excellence with high-quality customer support on hotlines services planning & implement trainings towards IAM & OES channel with efficiencies and continuous optimization of service processesincluding the end-to-end Order-to-Cash (O2C) workflow.
The ideal candidate has strong service orientation a foundational understanding of the automotive aftermarket and the ability to improve processes through cross-functional collaboration. Basic IT literacy is required especially in using digital tools CRM systems and data for process improvements.
Key Responsibilities
1. Leadership & Team Management
- Lead and develop the Technical Hotline and Technical Training teams for JP & KR to reach goal of Productivity and Quality
- Set clear goals KPIs and follow-up mechanisms to ensure operational excellence
- Coach team members to enhance technical competencies and communication skills effectively plan and allocate resources
2. Technical Hotline Operations
- Ensure accurate timely and professional technical support for workshops and partners.
- Monitor case quality response times and first-time-fix rates.
- Improve knowledge management documentation and escalation processes.
3. Technical Training Management
- Oversee planning and delivery of technical training programs with KPIs
- Maintain high standards of training content aligned with global and local needs.
- Manage training calendar trainer development and performance reporting.
4. Process Optimization (Core Requirement)
- Drive improvements in service processes including Order-to-Cash workflows.
- Identify bottlenecks and implement data-driven corrective actions.
- Strengthen documentation flow and cross-functional coordination across Sales Product Logistics and Service teams.
5. Stakeholder & Global Alignment
- Act as key interface between Japan market and EA global Technical Support.
- Align tools KPIs and processes with global standards while consider local reality
Qualifications :
Must-Have:
- 5 years experience in automotive technical support or customer service.
- Strong service mindset with passion for helping customers.
- Ability to analyze workflows and drive structured process improvements.
- Basic IT literacy (CRM ticketing systems Excel/PowerBI-level data handling).
- Strong Japanese communication skills (Native/ N1) and basic English.
Nice-to-Have:
- Experience in diagnostics workshop operations or technical training.
- Understanding of SAP/O2C or service operations.
- Exposure to digital tools and light IT system integration.
- Team leadership experience or readiness to step up.
Additional Information :
- Customer-centric and calm under pressure.
- Process-driven and structured.
- Hands-on leader who understands daily operations.
- Growth mindset open to learning new topics.
Reporting Line
Reports to: MA-AS/TSS- EA (located in Yokohama)
Direct Reports:
- Group Leader Technical Hotline
- Group Leader Technical Training
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Bosch first started in Vietnam with a representative office in 1994. Bosch has its main office in Ho Chi Minh City, with branch offices in Hanoi and Da Nang, and a Powertrain Solutions plant in the Dong Nai province to manufacture pushbelt for continuously variable transmissions (CVT) ... View more
